Building Manager — Building Experience – (BEE)

Your role & work environment

As Building Manager at Building Experience & Excellence (BEE Be), your challenge is to be the BEE Face —On-site BEE owner for Main buildings and Branches   — Face, Eyes & Ears for ING — with hospitality embedded at corporate reception. Applies understanding of operational systems and knowledge of assets and services when handling on-site operational tasks of varying complexity, to ensure quality of service to the client and the effectiveness of first-line controls.

You will join BEE (Building Experience & Excellence) at ING Belgium — the department responsible for all real estate and facility services — as part of a team driving strategic performance through expertise in finance, risk, compliance, data, tooling and portfolio management.

Your key responsibilities

• On-site delivery, ticketing & service desk
• Be visible: on-site SPOC; ≥70% on-site presence ; stakeholder meetings, supplier meetings
• Be owner: ticketing, Safety / Security incidents, maintenance follow-up
• Zone-based on-site presence across Branches
• Single point of contact for events at Main buildings (catering, Audio/video, VIP)
• Service desk operations — first-line ticketing and dispatching (AI-assisted)
• Service Line & policy ownership
• Own space-attribution rules and occupancy monitoring (in cooperation with Supplier Leader)
• Own Workplace Experience Service Line (employee journey, on-site experience) (in cooperation with Supplier Leader)
• Operational execution of Service Line once defined (informed of scope changes) (in cooperation with Supplier Analyst)
• Concept leaders consulted on operational issues escalated from site (in cooperation with Supplier Leader)
• Onsite asset management
• On-site coordination & Hand Over during project execution — Main buildings & Branches
• Operational input to program decisions on Building Manager rework (in cooperation with Supplier Leader)
• Have a view on all recurrent proactive maintenance services per building (Hard, Soft, ..)

We look for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

A Proactive ambassador, not a reactive fire-fighter: actively walks the building, greets occupants and tours the premises; the interface that lets ING's hospitality and strategy breathe on site. Carries the ADN ING common block — hospitality mind-set, knowledge of the BEE strategy, and regular team immersion — and tracks both CSAT (clients/visitors) and ESAT (ING staff

As an Ambassador, you will also need following competencies:

• Customer Focus
• Decision Quality
• Instills Trust
• Customer Service Delivery (Technical)
• Builds Customer Loyalty (Technical)
• Hospitality as a professional standard
• Data literacy — Power BI and structured ticket follow-up
• Writing skills and a tech-savvy, hands-on approach
• Data, assets, process and planned minded
• MS Office and other tools
• Dutch, French, English